Retail Services
Certificate II in Retail Services
(SIR20212)
[with a retail general selling focus]
based on the Retail Services Training Package
(SIR07) version 3.3
Effective from
2013
Date published
November 2012
Updated
February 2014
Original published version updated:
February 2014 – Training Package reference updated to version 3.3 & imported SIT units of competency updated
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Acknowledgements
Units of competency from the SIR07 Retail Services Training Package in this syllabus are © Commonwealth of Australia.
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Published by
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Australia
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20120860
20140056
Retail Services Curriculum Framework – Certificate II in Retail Services
Contents
Introduction to the Retail Services Curriculum Framework
The Retail Services Curriculum Framework and Certificate II in Retail Services
Status of units of competency for the Retail Services HSC courses and
Certificate II in Retail Services
Retail Services – Certificate II in Retail Services (SIR20212)
The Retail Services Curriculum Framework includes the following documentation:
 the syllabus
 associated documents
 support materials.
All the Framework documentation is available on the Board’s website at
www.boardofstudies.nsw.edu.au/syllabus_hsc/retail-services.html.
This document, Retail Services – Certificate II in Retail Services (SIR20212), should be read
in conjunction with the Retail Services Curriculum Framework Stage 6 Syllabus.
Introduction to the Retail Services Curriculum Framework
The Retail Services Curriculum Framework is a Board Developed HSC syllabus. It is based
on qualifications and units of competency contained in the nationally endorsed Retail Services
Training Package (SIR07) and includes pathways to:
 Certificate II in Community Pharmacy (SIR20112)
 Certificate II in Retail Services (SIR20212)
 Certificate II in Retail Fast Food (SIR20312)
 Certificate III in Retail Operations (SIR30212).
The Retail Services Curriculum Framework contains the following HSC VET courses
(detailed in Section 2 of the Syllabus):
 Retail Services (120 indicative hours)
 Retail Services (240 indicative hours)
 Community Pharmacy Specialisation Study (60 or 120 indicative hours)
 Retail Operations Extension (60 indicative hours).
HSC VET courses have dual accreditation. Students can gain credit towards:
 the NSW Higher School Certificate (HSC)
 an AQF VET qualification – eg Certificate II in Retail Services.
As a result of the dual accreditation, HSC VET courses are governed by two sets of rules:
 HSC unit credit requirements determined by:

HSC course requirements (detailed in Section 2 of the Syllabus)

the requirements for satisfactory course completion – outlined on the Board of Studies
Assessment Certification Examination (ACE) website
3
Retail Services Curriculum Framework – Certificate II in Retail Services

AQF VET qualification requirements specified in:

the qualification packaging rules for Certificate II in Retail Services – defined in the
Retail Services Training Package

Registered Training Organisation (RTO) policies.
It is important to note that the rules and structure of HSC VET courses are not identical to the
qualification packaging rules.
RTOs offering training programs for the delivery and assessment of the Retail Services HSC
VET courses must meet the requirements of the VET Quality Framework, the Retail Services
Training Package (SIR07) and the HSC course.
The Retail Services Curriculum Framework and Certificate II in Retail Services
The Retail Services Training Package qualification packaging rules for Certificate II in Retail
Services (SIR20212) requires the achievement of:
 8 core units of competency
 plus 6 elective units of competency.
To achieve Certificate II in Retail Services (SIR20212) as a part of the HSC, students will
generally complete the following HSC VET course from the Retail Services Curriculum
Framework:
 Retail Services (240 indicative hours) – 4 HSC credit units.
To be eligible for the award of the HSC, students must satisfactorily complete a pattern of
study that includes 22 HSC credit units (refer to the Assessment Certification Examination
(ACE) website for further details).
4
Retail Services Curriculum Framework – Certificate II in Retail Services
Retail Services HSC course requirements for Certificate II in Retail Services
(with a retail general selling focus)
Refer to Section 2 of the Syllabus and qualification packaging rules for further details.
AQF VET qualification
requirements
HSC course requirements
Retail Services
(240 indicative hours)
Certificate II in Retail Services
Students must achieve 14 units of
competency – 8 core plus 6 electives
Students must undertake:
seven mandatory units of competency
(115 HSC indicative hours)
made up of six core
and one elective
two Retail general selling stream
units of competency
made up of two electives
(40 HSC indicative hours)
HSC Content
(four mandatory focus areas plus the
Retail general selling stream focus area)
to be able to achieve
Certificate II in Retail Services
the remaining units of competency
need to include:
HSC elective units of competency
to a minimum of
85 HSC indicative hours
the remaining two core units of
competency for the qualification
+
three more elective units of
competency for the qualification
(from the streams not already undertaken
and/or the HSC elective pool)
minimum of 70 hours
of mandatory work placement
Work placement
Work placement is a mandatory HSC VET course requirement with minimum hours assigned
to each HSC VET course. Non-completion of work placement means the student has not met
the HSC VET course requirements and cannot count the HSC credit units for the course
towards the award of their HSC. They would still be credentialled for the AQF VET
qualification.
The minimum work placement requirement for students undertaking Certificate II in Retail
Services (SIR20212) through the 240 indicative hours course is 70 hours.
Work placement is to be undertaken in an appropriate retail services work environment.
For units of competency that must be assessed in a retail work environment, work placement
provides an opportunity to collect evidence required for a student to be deemed competent.
5
Retail Services Curriculum Framework – Certificate II in Retail Services
Students undertaking these courses as part of a school-based traineeship will meet the
mandatory work placement hour requirements through the on-the-job training component of
the traineeship.
Recognition of Prior Learning (RPL) may be granted for mandatory work placement
requirements. Students’ outside employment (ie not under the auspices of the school) may be
recognised towards the requirement for work placement in a VET course (ACE 8051 –
Assessment Certification Examination (ACE) website).
Refer to the Work Placement in Retail Services document for further information.
HSC Content
The HSC Content for this industry curriculum framework is organised into focus areas. Each
focus area prescribes the scope of learning for the HSC. This is drawn from the associated
units of competency (outlined in Table 1 on the next page).
Students undertaking the Retail Services (240 indicative hours) course must address:
 all the mandatory focus areas:

Customer service

Safety

Sales and security

Working in the industry
 one stream focus area:

Retail general selling.
The content description for each focus area is detailed in Section 3 of the Syllabus.
The HSC examination in Retail Services is based on the HSC Content and employability
skills for the Certificate II qualifications in this Framework (refer to Section 4 of the
Syllabus).
6
Retail Services Curriculum Framework – Certificate II in Retail Services
Table 1 Focus areas and associated units of competency for Certificate II in Retail
Services (with a retail general selling focus)
Mandatory
Focus area
Unit code
Unit title
Customer service
SIRXCCS202
SIRXCOM101
Interact with customers
Communicate in the workplace to support team and customer
outcomes
Safety
SIRXWHS101
Apply safe work practices
Sales and security
SIRXCCS201
SIRXRSK201
SIRXSLS201
Apply point-of-sale handling procedures
Minimise loss
Sell products and services
Working in the
industry
SIRXCOM101
SIRXIND101
Communicate in the workplace to support team and customer
outcomes
Work effectively in a customer service environment
Focus area
Unit code
Unit title
Retail general
selling
SIRXMER201
SIRXSLS002A
Merchandise products
Advise on products and services
Stream
HSC examination
The Retail Services Curriculum Framework includes an HSC examination which provides the
opportunity for students to have their HSC mark contribute to the calculation of their
Australian Tertiary Admission Rank (ATAR).
The Retail Services HSC examination can contribute up to two units towards the calculation
of a student’s ATAR.
Students who have completed the Retail Services (240 indicative hours) course are eligible to
sit for the Retail Services HSC examination.
Students who want to sit for the Retail Services HSC examination must be entered for both
the Retail Services (240 indicative hours) course and the Retail Services examination on
Schools Online (Administration). It is the responsibility of the home school to enter students
into VET Framework courses and VET HSC examinations when the course is studied at a
TAFE NSW institute or private provider.
Students will sit for the Retail Services HSC examination at the same HSC examination
centre where they sit all of their other written HSC examinations (usually at their home
school).
7
Retail Services Curriculum Framework – Certificate II in Retail Services
The HSC examination is independent of the competency-based assessment undertaken during
the course and has no impact on student eligibility for Certificate II in Retail Services
(SIR20212).
HSC examination specifications
The HSC examination specifications, which describe the format of the external HSC
examination, are contained in the Assessment and Reporting in Retail Services Stage 6
document.
The Retail Services HSC examination will consist of a 2-hour written paper. The paper will
consist of four sections:
 Section I – objective response questions to the value of 15 marks
 Section II – short-answer questions to the value of 35 marks
 Section III – one extended response question to the value of 15 marks
 Section IV – three structured extended response questions, one for each of the stream
focus areas: Retail general selling, Food selling, and Community pharmacy, each to the
value of 15 marks. Candidates will be required to answer the question on the stream they
have studied.
The Retail Services HSC examination is based on the HSC Content (focus areas) and
employability skills for the Certificate II qualifications:
 Sections I, II and III are based on the mandatory focus areas
 Section IV is based on the stream focus areas and can also draw from the mandatory focus
areas. Students undertaking Certificate II in Retail Services with a retail general selling
focus will answer the Retail general selling structured extended response question in
Section IV.
8
Retail Services Curriculum Framework – Certificate II in Retail Services
Relationship of the Retail Services (240 indicative hours) course structure to the HSC
examination
HSC units of
competency
HSC Content
Mandatory units of
competency
Mandatory
focus areas




HSC examination
one common examination
Section I
15 objective response questions
Customer service
Safety
Sales and security
Working in the industry
Section II
short-answer questions
Section III
one extended response question
Stream units
of competency
Stream
focus areas
 Retail general selling
or
 Food selling
or
 Community pharmacy
HSC elective
units of competency
no HSC Content
9
Section IV
one structured extended
response question


one question for each stream –
Retail general selling, Food selling
and Community pharmacy
students answer the question on
the stream they have studied
not examinable
Retail Services Curriculum Framework – Certificate II in Retail Services
Status of units of competency for the Retail Services HSC course and Certificate II in Retail Services with a retail general
selling focus
To achieve Certificate II in Retail Services (SIR20212) the Retail Services Training Package requires students to achieve 14 units of competency:
 8 core units of competency
 6 elective units of competency.
To achieve Certificate II in Retail Services (SIR20212) as a part of the HSC, students will do the HSC VET Retail Services (240 indicative hours)
course.
To meet HSC course requirements, students completing the Retail Services (240 indicative hours) course with a retail general selling focus must
undertake seven mandatory and two Retail general selling stream units of competency (6 core and 3 electives for Certificate II in Retail
Services) plus a minimum of 85 HSC indicative hours of HSC elective units of competency.
Certificate II in Retail Services
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
mandatory
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Unit code
Unit title
20
SIRXCCS201
Apply point-of-sale handling procedures
core
mandatory
20
SIRXCCS202
Interact with customers
core
mandatory
15
SIRXCOM101
Communicate in the workplace to support team and customer
outcomes
core
mandatory
20
SIRXIND101
Work effectively in a customer service environment
core
mandatory
10
SIRXRSK201
Minimise loss
core
mandatory
15
SIRXSLS201
Sell products and services
elective – listed
mandatory
15
SIRXWHS101
Apply safe work practices
core
Retail general selling stream
20
SIRXMER201
Merchandise products
elective – listed
Retail general selling stream
20
SIRXSLS002A
Advise on products and services
elective – listed
sub-total HSC indicative hours –
mandatory and stream units of competency
155
10
Retail Services Curriculum Framework – Certificate II in Retail Services
To achieve Certificate II in Retail Services (SIR20212) students must undertake the remaining core units of competency.
Certificate II in Retail Services
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
elective
elective
sub-total HSC indicative hours – mandatory,
stream and core units of competency
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Unit code
Unit title
10
SIRXCLM101
Organise and maintain work areas
core
20
SIRXICT001A
Operate retail technology
core
185
For the HSC students must undertake a further 55 HSC indicative hours of units of competency to meet the requirements of the Retail Services
(240 indicative hours) course.
To achieve Certificate II in Retail Services (SIR20212), these need to include 3 more units of competency that are elective for the qualification.
Certificate II in Retail Services
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
Food selling stream
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Unit code
Unit title
20
SIRRFSA001A
Apply retail food safety practices
elective – listed
Food selling stream
20
SIRRMER001A
Merchandise food products
elective – listed
elective
15
SIRXADM001A
Apply retail office procedures
elective – listed
elective
20
SIRXADM002A
Coordinate retail office
elective – listed
elective
5
SIRXCCS203
Promote loyalty programs
elective – listed
elective
25
SIRXICT002A
Use computers as part of business and e-commerce processes
elective – listed
elective
20
SIRXFIN002A
Perform retail finance duties
elective – listed
11
Retail Services Curriculum Framework – Certificate II in Retail Services
Certificate II in Retail Services
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
elective
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Unit code
Unit title
15
SIRXFIN201
Balance and secure point-of-sale terminal
elective – listed
elective
20
SIRXINV001A
Perform stock control procedures
elective – listed
elective
20
SIRXINV002A
Maintain and order stock
elective – listed
elective
10
SIRXMPR002A
Provide marketing and promotion program support
elective – listed
elective
20
SIRXMPR003A
Conduct telemarketing
elective – listed
elective
20
SFIDIST202C
Retail fresh, frozen and live seafood
elective – listed
elective
20
SIRRMER002A
Pack and display meat products
elective – listed
elective
20
SIRRMER004A
elective
15
SIRXMER202
elective
15
SIRRRPK002A
elective
15
SIRRRPK004A
elective
15
SIRRRPK005A
elective
25
SIRRRPK214
Recommend specialised products and services
elective – listed
elective
25
SIRXRPK001A
Recommend health and nutritional products
elective – listed
elective
25
SIRXRPK002A
Recommend hair, beauty and cosmetic products and services
elective – listed
elective
15
SIRRPOS001A
Process postal outlet transactions
elective – listed
elective
15
SIRRPOS002A
Handle mail received in a retail environment
elective – listed
Prerequisite: SIRRFSA001A
Prepare and display bakery products
Prerequisite: SIRRFSA001A
elective – listed
Plan, create and maintain displays
elective – listed
Advise on meat products
elective – listed
Prerequisite: SIRRFSA001A
Advise on bakery products
Prerequisite: SIRRFSA001A
Advise on seafood products
Prerequisite: SIRRFSA001A
12
elective – listed
elective – listed
Retail Services Curriculum Framework – Certificate II in Retail Services
Certificate II in Retail Services
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
elective
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Unit code
Unit title
15
SIRRPOS003A
Deliver mail in a retail environment
elective – listed
elective
10
SIRXIND102
Plan a career in the retail industry
elective – listed
Food selling stream
15
SIRRRPK001A
Community pharmacy stream
25
HLTIN301C
Comply with infection control policies and procedures
elective – other (max 3)
Community pharmacy stream
20
SIRCHCS201
Support the supply of Pharmacy Medicines and Pharmacy Only
Medicines
elective – other (max 3)
Community pharmacy stream
10
SIRCIND201
Operate in a community pharmacy framework
elective – other (max 3)
elective
20
SIRXCCS304
Coordinate interaction with customers
elective – other (max 3)
elective
10
SIRXCOM202
Communicate with customers using technologies
elective – other (max 3)
elective
20
SIRXICT303
Operate retail information technology systems
elective – other (max 3)
elective
25
SIRCDIS301
elective
10
SIRCDIS302
elective
30
SIRXFIN003A
Produce financial reports
elective – other (max 3)
elective
20
SIRRFSA302
Monitor food safety program
elective – other (max 3)
elective
20
SIRXMGT001A
Coordinate work teams
elective – other (max 3)
elective
20
SIRXMGT002A
Maintain employee relations
elective – other (max 3)
elective
20
SIRXMPR001A
Profile a retail market
elective – other (max 3)
Advise on food products and services
Prerequisite: SIRRFSA001A
Accept prescriptions and return dispensed medicines to customers
Prerequisite: SIRCHCS201
Deliver medicines to customers outside the pharmacy
Prerequisite: SIRCHCS201
13
elective – other (max 3)
elective – other (max 3)
elective – other (max 3)
Retail Services Curriculum Framework – Certificate II in Retail Services
Certificate II in Retail Services
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
elective
20
SIRRMER003A
elective
20
SIRXMER303
Coordinate merchandise presentation
elective – other (max 3)
elective
15
SIRXMER304
Present products
elective – other (max 3)
elective
10
SITXOHS002A
Follow workplace hygiene procedures
elective – other (max 3)
elective
10
SIRCPPK201
Assist customers seeking commonly requested vitamins, minerals and
supplements
elective – other (max 3)
Unit code
Unit title
Prepare and display fast food items
Prerequisite: SIRRFSA001A
elective – other (max 3)
Prerequisite: SIRCHCS201
elective
10
SIRCPPK202
elective
10
SIRCPPK203
elective
10
SIRCPPK204
elective
10
SIRCPPK205
elective
10
SIRCPPK206
elective
10
SIRCPPK207
elective
10
SIRCPPK308
elective
10
SIRCPPK309
Assist customers seeking eye and ear products
Prerequisite: SIRCHCS201
Assist customers seeking first aid and wound care products
Prerequisite: SIRCHCS201
Assist customers seeking oral care products
Prerequisite: SIRCHCS201
Assist customers seeking to relieve cough and cold symptoms
Prerequisite: SIRCHCS201
Assist customers seeking to relieve skin and fungal conditions
Prerequisite: SIRCHCS201
elective – other (max 3)
elective – other (max 3)
elective – other (max 3)
elective – other (max 3)
elective – other (max 3)
Supply medical devices
elective – other (max 3)
Assist customers seeking relief from gastro-intestinal conditions
elective – other (max 3)
Prerequisite: SIRCHCS201
Assist customers seeking to relieve common allergic symptom
reactions
elective – other (max 3)
Prerequisite: SIRCHCS201
elective
10
SIRCPPK310
elective
10
SIRCPPK311
Assist customers seeking analgesic and anti-inflammatory products
Prerequisite: SIRCHCS201
Assist customers seeking baby or infant care medicines and products
Prerequisite: SIRCHCS201
14
elective – other (max 3)
elective – other (max 3)
Retail Services Curriculum Framework – Certificate II in Retail Services
Certificate II in Retail Services
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
elective
15
SIRRRPK003A
elective
20
SIRRRPK007A
Recommend and fit clothing or footwear products and services
elective – other (max 3)
elective
20
SIRRRPK008A
Recommend jewellery products and services
elective – other (max 3)
elective
20
SIRRRPK009A
Recommend toddler and baby products
elective – other (max 3)
elective
20
SIRRRPK010A
Recommend home and home improvement products and services
elective – other (max 3)
elective
20
SIRRRPK011A
Recommend books or newsagency services
elective – other (max 3)
elective
20
SIRRRPK012A
Recommend business and leisure products and services
elective – other (max 3)
elective
20
SIRRRPK013A
Hire and sell video and DVD products and services
elective – other (max 3)
elective
20
SIRXQUA001A
Develop innovative ideas at work
elective – other (max 3)
elective
25
SIBBFAS201A
Demonstrate retail skin care products
elective – other (max 3)
elective
15
SIBBSKS201A
Pierce ears
elective – other (max 3)
elective
40
SIBXFAS201A
Design and apply make-up
elective – other (max 3)
elective
20
SIRRPOS004A
Handle customer interviews and applications
elective – other (max 3)
elective
20
SIRWSLS301
Build sales relationships
elective – other (max 3)
elective
25
SIRWSLS302
Process product and service data
elective – other (max 3)
elective
30
SIRWSLS303
Analyse and achieve sales targets
elective – other (max 3)
elective
25
SIRWSLS304
Build sales of branded products
elective – other (max 3)
elective
25
SIRXSLS303
Build relationships with customers
elective – other (max 3)
Unit code
Unit title
Advise on fast food products
Prerequisite: SIRRFSA001A
15
elective – other (max 3)
Retail Services Curriculum Framework – Certificate II in Retail Services
Certificate II in Retail Services
Status in Retail Services
Curriculum Framework
HSC
indicative
hours
elective
 8 core units plus
 6 elective units
 minimum 3 listed electives
 maximum 3 other electives
(AQF level 1, 2 or 3)
Unit code
Unit title
20
SIRXSLS304
Coordinate sales performance
elective – other (max 3)
elective
15
BSBSUS201A
Participate in environmentally sustainable work practices
elective – other (max 3)
elective
25
SIRXWHS302
Maintain store safety
elective – other (max 3)
elective
10
SIRCIND202
Plan a career in community pharmacy
elective – other (max 3)
elective
15
SITHFAB203
Prepare and serve non-alcoholic beverages
elective – other (max 3)
elective
15
SITHFAB204
Prepare and serve espresso coffee
elective – other (max 3)
elective
10
SITXFSA101
Use hygienic practices for food safety
elective – other (max 3)
16